Maj Britt Baker Email & Phone Number

Portland, OR, US

Portland, Oregon, United States

*Successfully support of the team’s portfolio of studies, including overseeing and managing support team members, to ensure the team meets support demand, portfolio-level prioritization, and team allocation.*Evaluate and analyze live study performance against service level agreements, data management and support procedures, as per SOPs.*Lead initiatives to.

Portland, Oregon Metropolitan Area

• Primary support contact for four sponsors and over 15 studies after go-live, managing sponsor communication, troubleshooting and enhancement requests.
• Lead meetings to discuss support metrics and request status.
• Provide training and guidance on the use of the RTSM system.
• Identify and solve technical issues; drive problem solving efforts to resolution, collaborating cross-functionally as needed.
• Configure system changes through multiple test environments and to production.
• Issue management through JIRA/Confluence.

Portland, Oregon Area

• Partner closely with Client Services Lead in support of implementation of client RTSM applications to enable client start-up targets
• Attend client meetings and design sessions
• Log, track and drive resolution of functional and technical issues discovered during implementation and prior to go-live
• Ensure adherence to required deliverables and milestones of Project Management SOPs
• Drive project specific validation activities including study testing, system set-up and implementation activities
• Support system integration activities, including configuration and change control

Portland, Oregon Area

• Worked with Product, Clinic and Support teams to onboard client zero on the Providence Virtual Visit platform, including creation of training and support materials, processes for issue escalation, and touch-base.
• Managed a six-month project spanning four internal and three vendor teams: defining, organizing and implementing a new 50 state service for virtual healthcare visits resulted in high client satisfaction and retention.
• Increased client satisfaction by serving as the Customer Success Manager, conducting weekly meetings with operational managers to provide continuous updates on issues and requests.
• Created Health Connect training plan, admin manuals and how-to guides improving product usability and client satisfaction.
• Successfully influenced the product roadmap to include desired features by leading weekly meetings on tech call tickets and managing the list of enhancement requests with the vendor.
• Enabled consistent support by creating on-call procedures for Express Care at Home product client support, increasing client satisfaction and reducing employee frustration.

Portland, Oregon Area

• Specialized in the configuration for the Providence Health eXpress (later called Express Care Virtual) web/mobile product. Collaborated with development, user design, marketing, clinic administrators, health providers.
• Configured software for new and existing applications of the product including creating a change requests log process and maintaining log updates.
• Created and documented the procedure for managing group notifications and designed BugNet tool use and procedures document for ITSM xMatters.
• Managed product enhancement requests, defect reporting and escalations that required vendor input and BugNET tool maintenance.
• Created and maintained support documentation for Service Desk, Clinical team and other stakeholders, including editing knowledge base articles for web and mobile products, procedural documentation and upcoming release.
• Managed the setup and maintenance of Health eXpress web/mobile provider and membership feed files, including gathering specs, analysis of changes, and facilitation of change processes, QA and signoff.

Portland, Oregon Area

• Business Analyst for various multi-year and short-term projects including Oregon Health Insurance Exchange, eBill (online premium payments) and electronic Welcome Packets. Worked with business units in Development.
• Collaborated with clients and developers to define and document business and functional requirements, business process, systems flow and system and technical design specifications.
• Worked with teams on the letter rebranding project, HIPPA 5010 270/271 and 276/277 MIME testing with SOAP, and online bill payment, including creation of test cases and testing.
• Facilitated production support including troubleshooting user issues and software functionality resulting in increasing efficiency through documentation and periodic procedural reviews.
• Answered incoming ad hoc internal data requests with quick turnaround time by utilizing basic SQL queries and Access DB manipulation.

• Performed Customer implementations and facilitated customer technical audits in collaboration with project managers. Documented business requirements, processes, and workflows.
• Designed, implemented, tested and deployed customer solutions in conjunction with Development and Operations teams including providing customer training, ongoing support and troubleshooting.
• Created and deployed customer software gateway client and server configuration.
• Facilitated multiple training sessions to Professional Services, Technical Support and Project Managers on various software products and procedures.
• Created PS OnCall Knowledge Base document and updated Tech Support Knowledge Base; documented multiple configuration procedures.
• Trained two Support Specialists as escalated Tech Support and backup Professional Services resources, and two incoming Implementation Engineers.

• Managed SwiftSend billing process – documented and streamlined procedures and served as the Liaison between Engineering, Sales, Product Development and Security VPs for bug fixes and feature enhancements originating.
• Created Sales, Technical Support and Customer SwiftSend release notes based on bug database and engineering release notes to increase client understanding of products.
• Created SwiftSend Administrator Knowledge Base of procedures to increase consistency.
• Facilitated cross-team communication, increasing overall product management efficiency.
• Created detailed daily procedures and trained a direct report and other co-workers.
• Reported call statistics and metrics data to Management.

• Created the Tech Support Department, supporting the SwiftView and SwiftSend products.
• Designed a knowledge base and training resources with procedures for all technical support operations, including an on-call system to for 24x7 support to end users the SwiftSend system.
• Created hiring criteria, hired and managed 10 support specialists, including creating annual and call review processes.
• Provided advanced Technical Support to customers for escalated issues resulting in a 99.9% resolution rate.

• Created the Tech Support Department, supporting the SwiftView and SwiftSend products.
• Designed a knowledge base and training resources with procedures for all technical support operations, including an on-call system to for 24x7 support to end users the SwiftSend system.
• Created hiring criteria, hired and managed 10 support specialists, including creating annual and call review processes.
• Provided advanced Technical Support to customers for escalated issues resulting in a 99.9% resolution rate.

Portland, Oregon Metropolitan Area

Answered complex questions emailed by software engineers/developers by working with our engineers and developers to discover answers. PCL5 code support, software integration support. Updated SwiftView user manual with every software release. In 2001 the company launched SwiftSend, a secure document delivery system. Duties shifted to include end-user.

Three months of in-country skills-based training in technical areas (Health Program), cultural relations, teaching, and Spanish prepared us for site work. Primary duties on site included organizing various community groups, creating and facilitating needs assessment and skill building activities, presenting information in formal and informal environments.

Bs, Forest Management

Activities and Societies: choir, theater, college of forestry newsletter editor, Alpha Omicron PiStudied Forest Management. Worked in the.

Hsd, Graphic Communications Major

Activities and Societies: Majored in Graphic Communications. Was on the Creative Writing group publishing and editing staff. Was co.